IT Service Desk Engineer

Qualifications:

• Technical support expertise on MacOS, Chrome OS, along with Google Suite including Google Admin and ideally in support of 2FA methodologies.

• Knowledge of Jira Service Desk, or similar ticketing system.

• Basic knowledge of standard IT Infrastructure Configurations

• Administration experience with Google for Business, Atlassian, Okta, Jamf, Slack.

• Demonstrable troubleshooting methodologies and root cause analysis.

• Excellent communication and time management skills.

• Understanding of ITIL Principles

• Experience working with service vendors.

• Strong Customer Service Skills.

• Understanding of agile principles.

• Scripting and automation experience.

• Experience working in a Remote First

• Willing to work onsite

• Can be DS, MS, GY depending on the team that they will support (will be determined after training)

with weekend shift

Cadence in changing shift – can be per quarter

• 3 months project-based employment with possible extension depending on the performance

Roles and Responsibilities:

The IT Operations team comprises Global Service Desk (you), CorpEng (Corporate Engineering), SolEng (Solutions Engineering), Infrastructure, Collaboration and Enablement and IT Procurement. GSD works closely with each team in providing both operational support and on various projects and is the main source of support for the company. We have a growing team with a global presence.

What You'll Be Doing

• Provide amazing day to day coverage support across our hardware and software platforms, for incredibly seasoned to novice level users and everything in between.

• Resolve incidents and Service Requests based upon standard company best practices, utilizing our internal knowledge where and when needed.

• Support Coinbase's SaaS tools, compliance practices, on and off-boarding processes.

• Learn, document, train, and support new applications and IT procedures, always keeping a keen eye on opportunities to refine and increase efficiency.

• Create detailed and impactful documentation for your peers and our internal user base.

• Be the voice of the customer. Gather and document feedback to identify common issues and areas for continuous improvement.

• Collaborate not only with your colleagues in IT Operations, but also with all teams within Coinbase and our BPO partners.

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the crypto-economy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values:

• Clear Communication

• Positive Energy

• Efficient Execution

• Continuous Learning

Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team.

At Coinbase, we are looking for individuals who not only have the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain but also have the ability to meaningfully raise the caliber of talent on their team, contributing to Coinbase's Talent Density. This applies to all roles, regardless of their specific relevance to crypto and blockchain.